1. A restaurant chain allows managers to hire and fire servers based on punctuality, performance, and customer-service ratings. ____________________ enables the manager to do this.
A. A clan culture
B. Adhocracy culture
C. Horizontal specialization
D. Delegation of authority
2. Starbucks has company-wide HR, finance, and marketing departments. At the same time, employees within these departments are separated into geographical groups with whom they work. This means that, for example, a marketing employee might report to both the company-wide marketing manager as well as the Starbucks manager for their geographical area. This is an example of a ________________ structure.
A. Functional
B. Divisional
C. Boundaryless
D. Matrix
3. A company groups all of the marketing employees together under one VP of marketing. This is an example of a _____________ structure.
A. Functional
B. Divisional
C. Matrix
D. Boundaryless
Answer:
1. Delegation of authority enables him to take the decision.
2. It is an example of a matrix structure. It consists of functional and geographical reporting.
3. It is an example of a functional system. People of similar functions are grouped together.
1. A restaurant chain allows managers to hire and fire servers based on punctuality, performance, and...
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Discussion questions
1. What is the link between internal marketing and service
quality in the airline industry?
2. What internal marketing programmes could British Airways
put into place to avoid further internal unrest? What potential is
there to extend auch programmes to external partners?
3. What challenges may BA face in implementing an internal
marketing programme to deliver value to its customers?
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